# Alice Murage

Alice Murage is a remote worker on Himalayas, Customer Care Representative at MOGO Auto Limited Kenya, based in Kenya.

Source: https://himalayas.app/@alicemurage

```text
I resolve high-volume customer issues while improving satisfaction and resolution speed.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Kenya |
| Authorized to work in | Kenya |
| Salary expectations | 6k-9k USD |
| Job categories | Customer Care Executive, Executive Assistant, Administrative Assistant, Receptionist |
| Skills | Customer Service, Contact Centre Operations, Inbound Calls, Outbound Calls, Email Support, Live Chat, Customer Experience, Complaint Resolution, Debt Collection, CRM Administration, Escalation Management, SLA Compliance, First Contact Resolutions, Customer Satisfaction, Data Entry, Problem Solving, Multitasking, Webitel, ERP, Microsoft PowerApps, Jira, Zendesk, Freshdesk, Gorgias, Intercom, QMetrics, Google Workspace, Excel, Pivot Tables, V Lookups, Operational Reporting, Stakeholder Coordination, Office Administration, Leadership, Coaching, Communication Skills, Teamwork, Negotiation, Accountability |
| LinkedIn | https://linkedin.com/in/alice-murage-037146225 |

## What I'm looking for

```text
I'm looking to contribute my customer support, complaint resolution, CRM, and escalation-management experience in a fast-paced contact centre environment where I can maintain strong customer outcomes and service standards.
```

## About

```text
I've delivered customer support across phone, email, and chat for MOGO Auto Limited Kenya and KOKO Networks, resolving inquiries, complaints, and escalations while maintaining accurate CRM records.

At KOKO Networks, I managed 50–80 customer interactions daily, maintained 100% CSAT, achieved 98% first-contact resolution, and reduced average resolution time by 25%. I also reduced ticket backlog by 20% within two months and collaborated with Engineering and Product teams.

My background also includes debt collection, executive support, reception, reporting, and stakeholder coordination. I use Webitel, ERP systems, Microsoft Power Apps, Jira, Zendesk, Freshdesk, Gorgias, Intercom, QMetrics, Google Workspace, and Excel to keep customer operations moving.
```

## Experience

### Customer Care Representative (current)

MOGO Auto Limited Kenya. May 2026 - Present

```text
Provide exceptional customer support through phone, email, and chat channels. Resolve customer inquiries and complaints while maintaining service excellence.
```

Skills: Customer-Service, CRM, Communication-Skills, Problem-Solving, Multitasking

### Customer Care Representative

KOKO Networks. Aug 2022 - Jan 2026

```text
Managed 50–80 customer interactions daily across multiple channels. Maintained 100% Customer Satisfaction (CSAT) and achieved 98% First Contact Resolution (FCR).
```

Skills: Customer-Service, CRM, Data-Integrity, Reporting, Cross-Functional-Collaboration

### Executive Assistant

B Africa. Oct 2021 - Jul 2022

```text
Managed executive calendars, travel, meetings and confidential records. Prepared reports, presentations and correspondence.
```

Skills: Calendar-Management, Travel-Coordination, Report-Preparation, Presentation-Skills, Correspondence

### Customer Service Representative / Receptionist

Grola Tech Limited. Jan 2021 - Oct 2021

```text
Managed front desk operations and answered calls, emails and inquiries. Opened customer accounts and prepared reports.
```

Skills: Front-Desk-Operations, Customer-Service, Communication-Skills, Reporting

### Debt Collection Officer

XGO Limited. Jan 2020 - Dec 2020

```text
Contacted customers regarding overdue accounts and negotiated payment arrangements. Updated CRM records and resolved billing disputes.
```

Skills: Debt-Collection, Negotiation, CRM, Billing-Disputes, Reporting

## Education

### KIBCO Institution

Certificate in Office Administration, Office Administration

```text
Completed a Certificate in Office Administration in 2023.
```

### Akiba Schools

Kenya Certificate of Secondary Education, Secondary Education

```text
Completed Kenya Certificate of Secondary Education (KCSE) in 2017.
```

## Tech stack

- Intercom
- Zendesk
- Jira
- Microsoft PowerApps
- Google Workspace
- Microsoft Excel
- FreshDesk
- Gorgias

To contact Alice, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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